Director of Member and Audience Experience and Database Maintenance

WTTW (Chicago PBS) and WFMT (classical music radio) are seeking a full-time Director of Member & Audience Experience and Database Maintenance. The director will oversee an outcomes-driven team of customer service, data entry, and reception professionals focused on cultivating and providing superior service to members and Audiences to drive satisfaction, retention, acquisition, and revenue. As an expert user of the organization's customer relationship database, this person is also responsible for regular and ongoing analysis and reporting to key internal stakeholders.
KEY RESPONSIBILITIES:
• Manage day-to-day operations for Member and Audience service, data entry and hygiene, and front-desk reception staff while developing, energizing, and leading team members.
• Set up best practices, quality control measures, workflow management systems, and task completion and response time standards with the goal of providing excellent service.
• Establish metrics for and monitor performance of the Member and Audience Center representatives with the goal of increasing member retention and member/viewer/listener satisfaction.
• Establish metrics for and monitor performance of data entry representatives, and the Manager of Database Processing, with the goal of increasing accuracy, efficiency, and output of their work.
• Evaluate effectiveness of current processes and services; maintain, monitor, and present performance and outcomes reporting; research and propose potential improvements and enhancements; and recommend and implement changes with goals of enhancing audience / member / donor Experience and loyalty.
• Ensure timely and accurate data gift entry and processing; continuously establish, monitor, and execute database hygiene processes including deduplication and merging records.
• Work collaboratively with internal stakeholders and external vendors to integrate and link internal data systems and processes.
• Maintain knowledge of organization and industry with the goal of offering superior customer service and maintaining data integrity while keeping teams on cutting edge of standards of practice.
• Participate in logistics planning and execution of Member and Audience events, including correspondence, follow-up, registration, and ticket fulfillment.
• Track and streamline member benefit fulfillment, including thank-you gifts and other.
• Recruit and maintain appropriate staffing to meet department goals. Motivate and train staff to maintain high levels of productivity while providing superior service to members and Audience.
• Negotiate collective bargaining agreements and ensure compliance with union contract.
• Work some nights and weekends on organization-wide events.
• Provide assistance in cross-department support functions and perform other duties as assigned.
SKILLS/QUALIFICATIONS:
• You have 5 years in a supervisory customer service role.
• You possess high-level and demonstrated customer relationship database query and reporting experience. Experience with Tessitura Network database preferred.
• You are a proven collaborator and an excellent communicator.
• You are flexible, curious, and a problem solver.
• You are a demonstrated team player and coach willing and capable of rolling up your sleeves to complete tasks and guiding a team to achieve department and organization goals.
• You have strong organizational and planning skills with the ability to work under minimal supervision.
• You have the highest standards of accuracy and precision.
• You have a willingness to learn and adapt.
• You have a high level of proficiency with Microsoft Office suite, especially Excel and Access.
EDUCATION: Bachelor's Degree
Window to the World Communications, Inc., the parent organization of WTTW and WFMT, is an Equal Opportunity Employer. Diversity is a core value at WTTW|WFMT. We are passionate about building and sustaining an inclusive and equitable working environment for all staff. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design and deliver solutions. WTTW|WFMT is committed to attracting and retaining a diverse staff. WTTW|WFMT will honor your experiences, perspectives, and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.